International Workshop on Design and Implementation of Service Delivery Surveys Course


The workshop participants will gain information that will be used not only in performance management initiatives, but also in the formulation of strategic plans. They will also have the opportunity to network with participants from similar institutions from across Africa and share experiences. The results of these surveys will also help form the basis for crafting an appropriate client service charter.

Some of the popular service delivery surveys conducted by public institutions in the region include; Citizen Satisfaction Surveys, Service Delivery Indicator Surveys, Facility Assessment Surveys, Public Expenditure Tracking Surveys(PETS),Police Service Satisfaction Surveys, Needs Analysis Survey, Customer Satisfaction Surveys, Employees Satisfaction Surveys, Work Environment Evaluation Surveys, Onboarding Surveys, Beneficiaries Satisfaction Surveys,360 Degree Feedback Surveys, Employee Net Promoter Score (ENPS) Surveys and Corruption Perception Surveys.


10 Days


Economists/Statisticians, County Directors/Assistant directors monitoring and evaluation, County Steering Committee Members (CSC), County Finance Director, County Revenue Clerks, Director, Quality Assurance, Chief Officer Economic and Planning, Budget Officers, Senior Record Officers and other staff members from Economic and planning departments.


At the end of the course participants will be able to:

  • Explain the role of surveys in measuring efficiency in client service delivery.
  • Design and conduct service delivery surveys.
  • Apply results of service delivery surveys in formulating service quality improvements.
  • Share country experience in carrying out service delivery.


The following will be covered during the training:

  • Service delivery indicators.
  • Steps involved in designing and planning surveys.
  • Aims of service delivery surveys.
  • Conducting a service delivery.
  • Analyzing and interpreting data for service delivery survey.
  • Setting service quality standards.
  • Measuring customer satisfaction.
  • Writing service delivery survey report.
  • Implementing improvements in service delivery.
  • Monitoring and evaluating the quality of services in the public sector.

Enroll for this Course

We are proud to offer this course in a variety of training formats to suit your needs.


Enroll for a Face-to-Face (In-Person) Class

We use the highest quality learning facilities to make sure your experience is as comfortable as possible.

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Enroll for a Virtual (Zoom) Class

Join a scheduled class with a live instructor and other delegates.

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Enroll for an Online Self-Paced Class

Keep track of your own progression throughout your course and ensure continuous improvement.

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Benefits of Taking a Course at IRES


Our courses are carefully curated to keep you abreast of latest industry trends, technological advancements, and best practices. We employ a variety of teaching methodologies, including hands-on workshops, case studies, and interactive sessions, all aimed at fostering an engaging and effective learning environment. Our expert instructors bring a wealth of knowledge and real-world experience, providing our clients with insights that can be immediately applied in their professional lives.


Our courses serve as a vibrant platform for professionals to connect and engage with a diverse community of peers, industry leaders, and experts. By participating in our programs, you gain access to an invaluable network that spans across various sectors and geographical boundaries. This networking aspect is not just about forming professional relationships; it's about creating a supportive ecosystem where ideas, opportunities, and collaborations can flourish.


Our courses are designed to challenge and inspire professionals to step out of their comfort zones and explore new horizons. Through a combination of theoretical knowledge and practical application, our programs help professionals refine their existing skills and acquire new ones, making them more versatile and competitive.

FAQs & Course Administration Details:

This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on Phone: +254 715 077 817 or Email: [email protected].
The instructor led trainings are delivered using a blended learning approach and comprise of presentations, guided sessions of practical exercise, web-based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields. All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.
Upon successful completion of this training, participants will be issued with an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
Payment should be transferred to IRES account through bank on or before start of the course. Send proof of payment to [email protected].
Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer. Email: [email protected] Phone: +254 715 077 817.

Who else has taken this course?

# Job Title Organisation Country
1 Management Analyst GRZ Zambia